SVP, Contact Center Modernization

Synchrony

SVP overseeing Contact Center Modernization strategy and delivery at Synchrony. Focused on transforming legacy technologies to enhance customer and employee experiences.

Posted 5/6/2026full-timeNew York City • California, Florida, Illinois, New York • 🇺🇸 United StatesLead💰 $200,000 - $330,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee Synchrony’s Contact Center Modernization strategy, roadmap, delivery, and value realization
Drive AI-powered transformation including intelligent self-service and agent assist
Modernize omnichannel customer engagement across voice, IVR, chat, SMS, and messaging
Deliver measurable results across customer experience, agent productivity, operational robustness, and cost efficiency
Define and execute Synchrony’s enterprise Contact Center Modernization vision and roadmap

Requirements

What you’ll need

Bachelor’s Degree and 10+ years of relevant work experience in Operations, Technology or other relevant enterprise platform
10+ years Product and Program management managing complex multiple-year enterprise initiatives/projects simultaneously across multiple functions and stakeholders
10+ years of Leadership experience, including working with cross-functional business partners and senior c-suite executives and leadership
Exceptional verbal and written communication and presentation skills
Experience managing scope and expectations of technology projects
Experience working in Agile at Scale (Scaled Agile Framework SAFe preferred)
Demonstrated experience in and deep understanding of frontline contact center operations

Benefits

Comp & perks

Flexible work arrangements
Annual Incentive Plan target of 25% of salary
Annual Equity target of 25% of salary

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI-powered transformationomnichannel customer engagementIVRproject managementAgileScaled Agile Framework (SAFe)contact center operationsprogram managemententerprise initiativesvalue realization

Soft Skills

leadershipcommunicationpresentationcross-functional collaborationstakeholder managementscope managementexpectation managementproblem-solvingstrategic thinkingteam management